Human Resources Services Delivery Specialist

Role Summary

This role delivers consistent, high‑quality, and compliant HR support within a German‑speaking, multicultural shared‑services environment. Operating with a high degree of autonomy and accountability, the Specialist ensures strict adherence to documented procedures, quality standards, and country‑specific regulatory requirements.

The position plays a critical role in:

• Delivering a seamless and professional colleague experience across the DACH region
• Ensuring accurate case triage and effective escalation
• Supporting the maintenance and quality of German‑language HR knowledge content

Required

• Associate’s or Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent practical experience.
• 1–2 years of experience in a customer service or administrative role, preferably within HR Shared Services or Global Business Services.
• Native or near‑native German (written and spoken) – mandatory.
• Fluent English (written and spoken).
• Experience using HRIS and case‑management tools (e.g., Oracle Cloud, Workday, ServiceNow).
• Demonstrated experience supporting Germany, Austria, and/or Switzerland in an HR or administrative capacity.

Preferred

• Experience working in a multilingual or regional delivery hub.
• Exposure to DACH onboarding processes and employee data management.
• Experience operating in compliance‑driven and highly regulated environments.

Skills & Competencies

• German‑Language Excellence: Clear, precise, and professional communication.
• Process Discipline: Strong adherence to SOPs, controls, and quality standards.
• Judgment & Autonomy: Confident decision‑making within defined Tier 1 scope.
• Cultural Intelligence: Comfort operating within DACH cultural and regulatory norms.
• Attention to Detail: High accuracy in documentation and transactions.
• Resilience: Effective performance in a high‑volume, deadline‑driven environment.
• Collaboration: Strong partnership with Tier 2 teams and DACH Regional HR stakeholders.

Key Responsibilities

1. Centralized Tier 1 HR Support – DACH

• Act as the primary Tier 1 point of contact for HR‑related inquiries for Germany, Austria, and Switzerland via ServiceCentral (or equivalent), including: 
  • HR policies and procedures
  • Payroll inputs and basic benefits inquiries
  • Onboarding and offboarding administration
  • HR Cloud data changes and colleague record maintenance
• Deliver accurate, timely, and compliant responses using approved SOPs, scripts, and DACH‑specific knowledge articles.
• Independently manage assigned German‑language ticket queues, ensuring: 
  • High‑quality and complete case documentation
  • Accurate system transactions
  • Full compliance with peer‑review and approval controls
• Consistently meet or exceed defined SLAs and KPIs related to quality, accuracy, and turnaround time.

2. Standardized HR Transaction Execution

• Execute end‑to‑end Tier 1 HR transactions for DACH countries, including: 
  • Onboarding administration
  • Background check coordination
  • Employee data updates and corrections
  • Employment verification letters
  • Payroll inputs and basic pay changes
  • Learning administration
  • Basic total rewards and benefits support
• Apply country‑specific rules and guidance for Germany, Austria, and Switzerland within standardized global HR processes.
• Ensure strict adherence to GDPR, Swiss data‑protection requirements, and internal control standards.

3. German‑Language & Cultural Service Delivery

• Deliver Tier 1 HR support primarily in German (native or near‑native proficiency required).
• Provide support in English for internal collaboration, documentation, and escalations.
• Demonstrate strong cultural awareness when supporting DACH colleagues, including: 
  • Formal communication standards
  • High expectations for precision and accuracy
  • Sensitivity to regulatory, contractual, and works‑council frameworks
• Apply country‑specific operational knowledge, including: 
  • Payroll calendars and cut‑off dates
  • Public holidays
  • Documentation and compliance requirements

4. Case Triage, Escalation & Regional Collaboration

• Accurately assess and triage complex or non‑standard DACH inquiries, escalating as appropriate to: 
  • Tier 2 HR Services Specialists (Lisbon)
  • Regional HR Specialists for the DACH region
• Provide clear, structured case handovers in German and/or English to ensure efficient resolution.
• Actively monitor escalations through to closure, ensuring a positive, professional colleague experience.

5. Knowledge Ownership & Continuous Improvement

• Serve as a Tier 1 reference point for German‑language HR knowledge content.
• Support onboarding and informal coaching of other Tier 1 colleagues supporting DACH processes.
• Identify recurring issues, documentation gaps, or compliance risks specific to Germany, Austria, or Switzerland.
• Contribute to the continuous improvement of German‑language knowledge articles, scripts, and FAQs.